We operate in a global economy - organisations increasingly work 24/7 365 days of the year. It is now accepted wisdom that individuals should be able to deal with organisations on their terms, when and how they want to wherever they are in the world. Traditional voice calls are not enough for customers they want a choice of contacts from web self help to traditional voice calls, they also want that contact to be personalised with up to date information.
BT Global Inbound Services, part of the BT Voice Services portfolio, is a world-class, end-to-end managed voice solution that enables organisations and contact centres to operate more efficiently and serve their customers better than ever before.
Our service provides total flexibility in the way you handle incoming calls. BT Global Inbound Services offers a range of call tariffs, including local numbers, national rate, freephone, shared cost and premium rate - as well as providing multiple routing options to ensure that customer calls are always handled as effectively as possible.
Whether your organisation seeks a regional, centralised or "hybrid" approach to your international operations, you can rely on BT Global Inbound Services to turn up an effective solution that enables you to establish a local appearance in numerous countries, connect callers and agents more efficiently across multiple contact centres, and minimise your investment in costly call routing technology.
Multimedia Contact Centre
If you need to extend and enhance the services you offer your customers, the advanced feature Multimedia Contact Centre enables you to integrate web-based access methods into your call centres, consolidating all access types (e-mail, chat, voice and voice mail) into virtual queues.
Quotes:
According to Teleconomy 2003….
Organizations accept that they need to improve customer service, but many persist in treating contact centre management as an operational cost rather than an integrated part of their marketing and customer relationship strategy.
" Businesses focus mainly on operational performance measures eg time to handle a customer call - while consumers place the greatest value on how their query is resolved."
